Under broad supervision, conduct operations in support of the Service Desk, execute scripts, answer calls, troubleshoot/resolve/and or escalate technical issues, open and close tickets, correlate events and incidents for management of Information Technology (IT) Services.
Contractor shall have minimum of three (3) years of customer service experience in an IT environment.
Three (3) years of customer service experience shall include two (2) years of IT ticketing system experience, plus an understanding of Service Level goals and targets, including a certification in a process based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma,etc. and one (1) year of experience in Remote Desk Takeover tools and usage.
Certified in accordance with DoD 8570.01-M Information Assurance Technician (IAT) Level II.
High school Diploma or General Equivalency Diploma (GED)
3 years experience